CRM-intro-2014-01-15 - Esco Drives & Automation

Report
Km
DE
Persons
227
Cars
2
7
2
140 gr
CO 2 / km
454 km
3178 km
908 km
127 kg
Km
FR
Persons
Pierre Labbé
282
Cars
2
5
2
140 gr
CO 2 / km
Rolf Höpfner
Michael Gebhart
Dieter Himioben
Stephan von Malottki
Frank Mömerzheim
Marco Patrick Haase
Gregor Richter
564 km
2820 km
1128 km
158 kg
Vincent Vacca
350 km
700 km
350 km
49 kg
Ruud vandenhoogen
Franck Benoit
Chantal Dubois
Vanessa Bourdelle
Km
NL
Persons
175
Cars
2
2
1
140 gr
CO 2 / km
Km
BE
Persons
44,8
140 gr
89,6 km
268,8 km
89,6 km
13 kg
Total Co2 for this meeting
6966,8 km
347 kg
Cars
CO 2 / km
2
3
1
Total km / person
Martin Van Leeuwen
E. De Backer
L. Philips
K. Jeropkina
Bart Vanderbist
Gino Quackels
Ludo Degroef
Stephan Huybrechts
Thanks for all participants to be here
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
CRM presentation
EFECO group
Starting from the needs of Esco
Drives
Our proposal to our sister
companies
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Do you know the difference between a lead and an opportunity ?
Lead
Contacts
The sea : your sales territory
You : The
fisherman
On your fishing
rod : Your product
Account
Your happy
customer Nemo
Lost Opportunity :
Won Opportunity :
Contact is not
you found Nemo
interested
Found on website of :
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
So, what is the difference between a CRM lead and an opportunity?
A Lead – is a contact or an account with very little information. It could
be just a person who you might have met at a conference. You will need to
retrieve more information regarding this lead in order to create (qualify) an
opportunity in your sales pipeline.
A old sales rule says: “If you have never contacted your contact, it’s a lead.”
An Opportunity - is a contact or an account which has been qualified. This
person has entered into your buying cycle and is committed to working with you.
You have already contacted, called or met him and know their needs or
requirements.
The old sales rule says: “The opportunity is a deal that you have the possibility
to close!”
“Think about the difference between a lead and an opportunity as an evolving process i.e. each
lead needs to be qualified to an opportunity. There will always be plenty of leads in your sales
territory, but only few of them will qualify to become real sales opportunity.”
Found on website of :
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
What is our goal ?
We want to sell more
We want to organize our
relation with our customers
We want to find more
customers
We must organize prospection find
leads, transform them in
prospects and finally in customers
Lead
Prospect
Customer
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
We have ERP ….!! Why CRM in the Esco group ?
Function of ERP
- Order entry
- Invoicing
- Purchase orders
-
Stock management
Warehouse management
Production management
Financial management
Esco group CRM presentation
•
•
•
•
And what about …..
Customers
•
•
Accounts
Contacts
Sales
•
•
Sales report
Quotation
Marketing
• Actions to customers
Philippe Moriau & Patrick Polspoel jan 2014
Important Definitions
User
User
User
User
User
User
User
Activities adapted by our IT team
Users / Group of users
Appointment
Visit report
,,
Quotation
request
Activities
Quotation
Esco group CRM presentation
Quotation
follow up
Philippe Moriau & Patrick Polspoel jan 2014
Contacts
Accounts
Important Definitions
Account
Contacts
Users
User
Owner
Owner
Account : (Actually limited to )
• Customers
• Prospects
• Suppliers
Contact : (Actually limited to)
• All persons attached to an account
User :
• Employee of Esco using CRM
Owner : (used for accounts and contacts)
• Employee of Esco responsible for the
contact or the account
• See on next slide for more ….
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Owner of account and contact
Owner : (used for accounts and contacts)
• Employee of Esco responsible for the
contact or the account
Owner
A
Owner
Owner
r
• CRM Rules for attributing Owners to
accounts and contacts
• Each account must have ONE and
ONLY One owner
• Each contact must have ONE and
ONLY One owner
• Contacts from a same account can
have a different owner than the
manag
M
e
account
CR
B
Owner
• At start of the system all accounts and
contacts are owned by CRM manager
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Appointment
Visit report
,,
Quotation
request
Quotation
Quotation
follow up
Esco group CRM presentation
Standard CRM used activities
Activities adapted by our IT team
Important Definitions : Activities
Philippe Moriau & Patrick Polspoel jan 2014
Phone call
E-mail
Task
Owner : (of activities)
• Employee of Esco responsible for the
activity created
Owner
• CRM Rules
• By default the owner of the activity is
the person that has created the activity
• For an activity that must be executed
by an other user than the one that has
introduced the new activity the owner
must be specified.
• Example :
A
makes
for
B
User
User
B
Owner
Appointment
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Activities adapted by our IT team
Owner of activities
Appointment
Visit report
,,
Quotation
request
Quotation
Quotation
follow up
Break
Time …
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Organisation & Classification of accounts & contacts in ERP
Address
name
(ship to)
Primary
contact
Account
Contact
Contact
Address
name
(sold to)
What is missing ?
What is also missing ?
• No information about accounts
• Importance of the account
• Type of account
• Activity of the account
• Relation to the business units of the company
• No information about the contacts
• Importance of the contact
• Function and detailled function
• Relation to the business units of the company
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Address
name
(ship to)
Organisation & Classification of accounts & contacts in CRM
Primary
contact
Account
Contact
Contact
Address
name
(sold to)
Address name
(specific to contact)
Category
Channel
type
Primary function
Detailed function
Manager
Industry
Product
Division
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
A ddress
nam e
Other usefull information about your account
(ship to )
P rim a ry
co n tact
A cco u n t
C o n tact
C o n tact
A d d ress
nam e
(sold to )
Address name
(specific to contact)
Category
Primary function
Delivery
conditions
, discount
and
price
lists
Financial
information
of your
account
Open
payments,
Open
orders,
Year
Turnover
Channel
type
Detailed function
Manager
Industry
Product
Division
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
CRM flow chart
Appointment
Status :
- Open : until task is performed
- Completed when task is performed by user
Generate
Change status
Generate
Visit report
Can amend status of
quotation follow up
Status :
- Open : until
action is
performed
- Completed
when
action is
performed
by user
Also visible in calendar
Status :
- Scheduled until Visit report is finished
- Completed when Visit report is finished
Generate
Request
of quotation
Phone call
Can generate :
- quotation request
- amend status of
quotation follow up
Can amend
status of quotation
follow up
,,
Status :
- Open : until Visit report is finished and saved
- Completed when Visit report is finished and
saved
Status :
- Open until quotation is done
- Completed when quotation is done
Generate
Change status
Quotation
Quotation follow up
Status :
- Open : when done and not yet followed
- In progress : when first time followed
- Won : if customer has placed the order
- Lost : if lost => give reason of loss
- Canceled : if project is canceled (not lost for
competition)
Generate
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Request
of quotation
Quotation
Data input :
Subject
Account
Contacts
Quotation flow chart 1 :
,,
Visit report
Product
class
Amount
quoted
Quotation with word document
User
Follow-up
user
Validity of
quotation
(date)
Task
initiate new task
if quotation have
to be amended
Quotation
Follow up
User
User
User must enter the data
of the quotation manually
Sales rep
generates
1 activity to
the followup user
Quotation status
Open
In process
Not followed
Won
Canceled
Lost
Account data and contact taken from the system
Quote with word document
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
,,
Quotation chances
% Customer has order
% Esco has order
% Total chances
Quotation score
Request
of quotation
Quotation
Data input :
Subject
Account
Contacts
Quotation flow chart 2 :
,,
Visit report
Product
class
Amount
quoted
Quotation with email from outlook
User
Follow-up
user
Validity of
quotation
(date)
Task
initiate new task
if quotation have
to be amended
Quotation
Follow up
User
Account data and
contact introduced
by the user to CRM
and in the mail
User
User must enter the data
of the quotation manually
Sales rep
generates
1 activity to
the followup user
Quotation status
Quote with email from outlook
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Open
In process
Not followed
Won
Canceled
Lost
,,
Quotation chances
% Customer has order
% Esco has order
% Total chances
Quotation score
Lunch
Time …
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word
CRM
generates
a Word
document
thanks to
the
Xperido
software
Those data are updated in the
document from CRM quotation
activity
How to fill in the products to quote
using word possibilities ?
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word
Use
Word
features
to make
Quotation
faster
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word
Use
Word
features
to make
Quotation
faster
This text
contains
updatable fields
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word
Easy way to type in the price using autotext feature from Word ….
Type :
Use
Word
features
to make
Quotation
faster
Prix
Update
the fields
F3
F9
The fields are
updated
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word
Send your
quotation
in pdf by
mail using
Word
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Quotation using Microsoft Word
Use
signature
of Outlook
to fill in
standard
text for
your mail
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM
Dashboards : genenal
overview of my activities
including graphs
Activities : genenal overview of my activities :
what I have done but also what I have to do !
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM
Accounts : gives a list of the
customers & prospects of the
company
Contacts : gives a list of contacts
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Search for
activities
related to
Searching information in CRM
Search for
activities with
time frame
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM
Search for
specific
activities
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Searching information in CRM
Sort data
as in Excel
Show your
prefered
view
Export in Excel
to manage
your data
Or define your
personnal view
Use filter
as in Excel
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Use Pivot table To show quotation status
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Use Pivot table To show quotation status : the result
Choice the
quotation
status
Choice the
owner
Expand data
for 1 account
Show it on a
graph
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Break
Time …
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
The SharePoint software
The Esco group use SharePoint to store and access easily all the documents
used in the company every day's live.
Actually following documents are stored in the SharePoint automatically :
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
How is organize the SharePoint software ?
The SharePoint is organize as a “file explorer” but with additional tags
(metadata) to find easily documents.(You can search as in Google)
You can use it as a secure place to store,
organize, share, and access information
from almost any device. All you need is a
web browser, such as Internet Explorer.
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
How is organize the SharePoint software ?
For the activities related to sales, we have made the choice to organize it per business partner. One
SharePoint site is created by Business partner.
So the best way to access the documents in the SharePoint is via the list of accounts in the CRM.
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
Conclusions…
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
What is running without too much bugs and can be used by you directly ?
•
Account and contact management
•
Appointment => Visit reports => Request of quotation
•
Quotation => Quotation follow up
•
Management of documents with the SharePoint program
What is on test and will come in year 2014 ?
•
Link with outlook for accounts, contacts, appointments and mail activities
•
Expansion on mobile devices as PDA and Tablet for remote operation
•
More data extraction and marketing tool
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014
How to start in each company
•
Roll off of data from ERP to the CRM => done by Indian consultants
•
Check if the data are correctly translated => each company key users
•
Adaptation of minor lists as City code, Area code, Channel type , Industry …. => local key users
•
Training of the employees based on manual written by Esco Drives
•
Esco Drives can assist for this training in Dutch, French or English (sorry no German )
Esco group CRM presentation
Philippe Moriau & Patrick Polspoel jan 2014

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